Zero service from DebtBusters

It has been more than a week now since I logged a request with DebtBusters regarding my changed and dire financial emergency. A consultant responded promptly and told me what to send to them and I did so immediately but to date, there has not been any feedback or response from DebtBusters. I need assistance or at least for someone to explain what is supposed to happen in a situation like this. But zero service has been given, when monthly fees are charged for taking care of clients. Recently there is this huge "COVID-19" excuse; people are working, even if they are working from home and now we are on Level 1 but how can Covid still be blamed for such appalling service levels.

I am left with no help when I need it the most, by a company that I have entrusted to help me sort out my finances. This proves that this is just a business that charges you monthly fees with no care whatsoever of what happens to you as their client.